Services

Take control of your digital presence and user safety

Having worked in digital policy in the UK, Europe, the Middle East, Australia and the US, our experience, knowledge and professional network means we can offer a range of services to help protect your organisation.

Strategic consultancy

How would your organisation react if your users were being harassed online or if your data privacy processes were called into question? Whatever your digital product, service, audience or user engagement strategy, we assess any potential threats to your business and use a customer lens to provide scalable solutions that drive commercial results.

Scaling up business operations

We have solid experience in going from 1,000 to 100,000 daily active users and we know what it takes to build a product that will scale. Most importantly, we’ll help you think big without spending big and save your company time, stress and money when scaling up.

Product + community management

Having worked in the internet industry since the early 1990s (before ‘online community’ was even a term), we are world-class experts in community management, moderation and customer support. Focusing on conversations within your user community, we advise you on effective and scalable solutions across all user touch points and help you to build trust and loyalty.

Shaping public policy

Our strong relationships with key policymakers worldwide means we can provide market intelligence, help to shape and inform policy outcomes, and negotiate proactive agreements to achieve your organisational goals. Where necessary, we also provide strategic legal input to ensure you comply with local and international laws.

Internal policy development

We work with you to create robust operational policies and processes for all your content areas – including privacy, data collection, advertising, customer service, external communications and escalation processes for law enforcement – taking into account legal compliance and regulatory frameworks, such as COPPA in the US and the GDPR in Europe.

Content development

Led by customer insights, we work with our network of trusted writers, designers and other experts to create content that enhances user engagement, brand and internal delivery. Examples of collateral we have developed include the Vodafone Digital Parenting magazine, Mind Candy and PopJam.

Stakeholder management

We strengthen your relationships with your users, employees, policymakers, journalists, opinion leaders, NGO advocates and other key stakeholders, such as NCMEC in the US and CEOP in the UK. This includes providing expert advice in communications and government relations and setting up business advisory and advocacy boards.

Crisis management

In the digital era, a crisis can affect your organisation’s reputation in seconds. We work with you to identify the ‘red flag’ issues that could destroy your users’ trust in your brand, produce a plan for dealing with them and help to resolve crises quickly and effectively.

Safety audit

We help you to ensure that user safety is at the heart of your digital product or service by identifying the online risks your users (especially young people) might face and advising you on best practice policies, training and moderation. By prioritising your users’ safety, you reassure them and also proactively manage other stakeholders’ expectations.

Acquisitions + investment

To prepare your organisation for an acquisition or merger, we audit your products or services against established industry standards and mitigate risk for your users and brand. We also advise entrepreneurs, venture capital firms and other investors on key risks and scalable solutions as part of their due diligence process.

Recruitment + training

Our broad network of contacts in the areas of trust and safety, community management and customer advocacy can help you fulfill your recruitment needs. We also offer bespoke employee training programmes so that your staff understand the challenges and risks your users might face online and know how to respond effectively.

Media commentary + conferences

We are media trained and happy to undertake interviews, provide information or write articles/guest blogs about issues such as online privacy, digital health, gaming and online advertising. We also regularly speak at, and facilitate, conferences and seminars.